Senior Analyst, Business Analytics

commendations to the business for best practices. They will lead implementation efforts including project management functions, data feed mappings, profile builds, and assist in the development and revision of standard operating procedures and processes based on long term tactical priorities. Responsibilities will also include monitoring the health of the applications through maintenance coordination with IT Partners, testing application functions post update and patch installation, and contributing to defining standards, best practices, potential new functionality and guidelines to align system solutions.The role will serve on a team which operates as a primary single source contact for administrative functions related to the workforce management tool and supporting applications. This role will partner with cross functional teams and vendors to develop and execute on plans and strategies to navigate, lead, and deliver changes. This role will serve as SME on all key projects that involve the Verint I360 application and Intradiem and must display sufficient knowledge of applications.Required Qualifications

• Regular and predictable attendance
• Colleague will be required to work mandatory overtime/extended work week when needed

Knowledge of:

• Knowledge of Verint I360 Product Suite or similar applications
• 1-3 years' Workforce Management tool administration experience and system knowledge
• Experience working in a complex contact center and off phone scheduling environment
• Project Management experience

Skill In:

• Verint I360 or like systems
• Comprehensive IT skill set & terminology.
• Strong presenter skills as well as advanced Excel and PowerPoint skills.
• Requires advanced specialized expertise and focus on system performance, reliability and maintainability.
• Requires in-depth knowledge and specific experience on workforce management applications in both contact center and back-office environments.
• Project Management experience
• Managing a remote workforce in a network environment
• Demonstrated knowledge of testing and training process
• Technical troubleshooting
• Excellent communication
• Time management

Ability To:

• Requires expertise and focus on system performance, reliability, and maintainability.

• Perform different levels of system testing this can include, but not limited to troubleshooting, QA, & UAT

• Ability to solve complex problems and interpret challenges. Resulting in recommendation to improve products, processes, or application service.

• Manage multiple priorities in parallel

• Strong written and oral communications skills

• Self-motivated to work independently with minimal to no guidance.

• Strong critical thinking, analytical skills, judgment, and decision-making skills.

• Project management and leadership ability to lead complex projects, teams, and drive projects/initiatives proactively.

• Ability to be a corporate subject matter expert who can explain the value proposition and technical topics to those without a technical background.

• Mastery in using sophisticated analytical thought to identify innovative solutions.

• Proven to work concurrently on multiple efforts with aggressive timelines.

• Requires advanced specialized expertise in designing, troubleshooting, and building system processes to support system performance.

• Ability to independently drive change and be a decision maker.

• Conduct research and apply broad perspective and exercise keen judgment to provide recommendations to the business.

Preferred Qualifications****Knowledge of:

• 3+ years' Work Force Management experience and system knowledge Verint I360 preferred
• Knowledge of Intradiem system
• Experience in PBM workforce management solutions and operations (contact center and back-office solutions)
• Knowledge of other large scale workforce management systems such as IEX Totalview, Aspect eWFM

Skill in:

• Large scale Project Management experience 1000+ seats
• Operations queues and call routing data feed creation and configuration

Education

• High School Diploma or General Equivalent Development Required
• Associates or Bachelor Degree Preferred

Anticipated Weekly Hours
40Time Type
Full timePay Range

The typical pay range for this role is:$46,988.00 - $122,400.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefitsWe anticipate the application window for this opening will close on: 05/18/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.